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What Clients See

Understanding the client's side helps you set expectations and troubleshoot "I never got your message."

Where Clients Read and Send Messages​

Clients message from the client portal — the same secure account where they see appointments and complete forms. There's nothing to install; the portal runs in their browser (a client needs portal access before they can message).

In Messages, clients see their conversations with your practice, reply in a chat view ("Type a message...", Enter to send), and can start a New conversation — always one-on-one with a practitioner. Their own messages show a subtle "Seen" once you've read them, so they know a reply is coming without asking.

Notifications​

When you send a message, the client gets an email notification — "New secure message from [you]" — that deliberately never includes the message content. They click through, sign in, and read it in the portal. During a rapid back-and-forth, notifications are batched rather than sent per message, so clients aren't spammed by a live exchange.

Troubleshooting "I didn't get your message"​

  1. Portal access — has the client activated their portal account? Check their Portal tab (status, resend invitation).
  2. Notification email in spam — have them check spam/junk for the notification.
  3. Wrong email — confirm the email on their profile is the one they actually read.

Guardians and Couples​

  • For minors, a guardian with the messaging permission holds the conversation on the client's behalf. If an adolescent has their own portal login, guardian and child appear as distinct senders in the same conversation — you can always tell who wrote what (see Minor clients).
  • For couples/family groups, each member reads and replies through their own portal account. You can start a conversation addressed to a therapy group — it goes to every active member — or message members individually; clients themselves always message the practice one-on-one.